Hillsborough Spa and Day Retreat — Local services in Hillsborough

My friend booked me a spa with Hillsborough Spa and Day Retreat for May 26th 2019.

When I arrived, I asked to confirm that the payment went through since when you register for your appointment, they take your card information. NOWHERE on the website does it say that you are not charged for the appointment. The lady at the desk told me that the payment did NOT go through. Since it was a gift from a friend, I declined services because I didn't want to stiff the masseuse.

I asked the woman at the desk at Hillsborough Spa and Day Retreat what I should do. She apologized for the inconvenience and told me the following:

I would be able to reschedule this appointment since it was a misunderstanding. That the owner of the place would call me to work out that reschedule. That I would not be charged since I did not take the appointment.

Today, I was notified that they charged $60 despite what they told me at the desk.

I called up Hillsborough Spa and Day Retreat and a very rude woman, who called herself the manager, picked up and said that it was my fault that there was a misunderstanding and that she didn't care what the woman at the front desk had to say, policy is policy. She questioned my ability to comprehend English, which is incredibly off-putting as English is my second language but I speak it perfectly and fluently.

When I tried to recap what she was telling me, to make sure we were both on the same page (since she was telling me one thing while her employee told me another) she hung up on me. I called back and she refused to pick up.

I could have absolutely came in for that massage and not made sure that the gift payment went through, and just took the services anyway, but in good faith and to be a good person, I made sure FIRST so that there wouldn't be any problems. The lady at the front desk even THANKED me and apologized. She was a really sweet lady.

The manager of Hillsborough Spa and Day Retreat is an absolutely vile person. Hanging up on me because I wanted to clarify the situation? Telling me I don't know how to read because I wanted to follow-up after being told I'd be allowed to reschedule? She got her money, yet she is throwing a temper tantrum on the phone because I wanted to iron out the contradicting information both her and her employee gave me.

Word to the wise, Hillsborough Spa and Day Retreat's masseuses might be good at what they do. I don't know and I don't want to know, moving forward. However, their customer service is absolutely horrible. Their manager is a spiteful, angry person.

To add insult to injury, I was the one that reached out to her after I was told they would reach out to me. She said she called "three times" and that my voice mail was full. I believe in digital minimalism and I clean my voice mail box every evening so I know I didn't miss any important messages. I did not receive any voice mails from Hillsborough Spa and Day Retreat and I also did not receive any missed calls from Hillsborough Spa and Day Retreat.

So, it's basically her word against mine.

I also let her know that, given the benefit of the doubt that my empty voice mailbox was indeed "full," I asked her why she didn't try to just text me or send me an email since they do text reminders and they have sent me confirmation emails. She said it "wasn't her job" to help me understand how their policies worked.

The whole situation with the manager of Hillsborough Spa and Day Retreat was really shady. I'm not going to fight them on the fact that they charged me for a service I didn't even receive even though THEY told me I could just reschedule it due to the misunderstanding.

Stay far far away from Hillsborough Spa and...

Overall the intended atmosphere is great, but the massage and interactions with staff do not match the spa atmosphere. I couldn't wait to get out of there because there was nothing relaxing about it and then having to pay made for a traumatizing experience-I am posting my experience so others can avoid a similar experience! There seems to be a lack of professionalism among staff that was exemplified by the massage I received. While not the first massage I have gotten, this was the first time a therapist has actively breathed in my face and with bad breath. Did other staff not talk with this therapist and notice? Not to mention the therapist seemed to be recovering from a respiratory infection as evidenced by wet coughs. I was asked about my experience at check out, but I was traumatized and ready to leave the place. I did respond to an email about my experience and was met with thanks for the feedback and let's talk. I declined to chat further as to not relive the trauma, and I feel that they already took enough of my time/money and gave me only negative energy (and perhaps a respiratory infection!). As far as I know this is a professional spa and not a training spa, so they should be aware of how to provide the services they are in the business of offering. Therefore, be aware that this place does not treat you in a manner that justifies their prices or payment for their services. Costco on a Saturday is possibly a more relaxing experience...

This is a lovely spa. The environment is beautiful, the spa is perfectly decorated and appointed and the overall environment is very peaceful and relaxing. The sauna and steam room are very nice. The massage therapist was extremely gifted. And I was able to order a fantastic lunch and have it served on the comfortable outdoor patio for myself and my friend. The only downside - and the reason I'm not giving five stars - is that I was asked to leave early so that the cleaning staff could come in. Although the spa does not close until five, at 4:15 I was asked by the spa director to leave "since you got here so early.... I don't mean to be rude but..." I had planned to stay until closing so I was really disappointed and offended! I would have appreciated receiving this information at the start of my visit so that I could have planned accordingly. Additionally, after I came out of my massage around 2:30, the steam and sauna rooms had been turned off and had to be started again for me to use them and all the snacks had been put away. I've been to many spas but never made to feel as if I needed to hurry up and leave well before closing. Being treated this way did not leave me feeling valued and definitely counter-acted some of the relaxation I had gained during the day. It's unfortunate because otherwise I would have really looked forward to coming back to this lovely...